A&E Factory Service
San Antonio, Texas
United States - 78245
My family's refrigerator was not working. So I contacted A&E Factory Service. First time A&E Factory Service technician came out was on August 23, 2008, Saturday. Technician started diagnosing the problem and said that the total would be $345.28 (which includes $75 diagnostic fee) to have refrigerator to work. I figured that by paying that amount of money for repair, the refrigerator would work again as it used to be. So I agreed to that estimate and the technician replaced an adaptive defroster and did some other labor. After the technician was done with his work, I paid $345.28 with my debit card and he left my house. After several hours, I have noticed that the refrigerator was still not working. I was upset so I called A&E Factory Service (same day, approximately around 7:00PM). I spoke to the customer representative and she said that the earliest date that another technician can come out is August 25, 2008, Monday. I told her that date would not work since no one would be in house that day. I asked her if she can schedule an appointment on Saturday, August 30, 2008. She said `Yes` and supposedly scheduled an appointment on that day. Before I hung up, I asked her if there is going to be another diagnostic fee and she said `No`. After I heard that, I hung up. On Saturday, August 30, 2008, around afternoon, I called A&E Factory Service to make sure that the technician is coming out to the house. However, when I spoke to the customer agent, I was upset and furious to hear that the appointment was not made on August 30, 2008. Instead the appointment was set up on August 25, 2008. However when I spoke to the agent on August 23, 2008, I clearly said that the appointment needs to be on August 30 and that was the date the agent said she would set up an appointment to. I was furious and spoke to one of their manager.
That manager said that she was sorry about the inconvenience and that she would set up another appointment on September 6, 2008. On September 6, 2008, A&E technician named Ricardo came out approximately around 3:30PM. He started diagnosing the refrigerator and said that the evaporator and compressor needs to be replaced. He gave me an estimate of little over $1000. Since that was way too much, I told the technician that we are not going to get it repaired. After that, he told me that I would have to pay $75 for diagnostic fee. I was enraged to hear that. So I told him that I refuse to pay another $75 diagnostic fee. Two reasons on why I refused to pay $75 fee were: (1) I already paid $75 diagnostic fee when the first technician came out on August 23, 2008. He could have diagnosed all the problems from the beginning. He could have diagnosed on that day that there were problems with adaptive defroster, evaporator, and compressor. However he partially diagnosed the problem that there was a problem with adaptive defroster(which is a BIG mistake for any technician. Any technician should diagnose the problem all the way). (2) When I spoke to customer agent on August 23, 2008 around 7PM, she said that I would NOT have to pay another $75 fee. I told the technician those reasons above. However, all he would say was that since both repair/diagnosis were two different ones (one on August 23 and one on September 6), he would still have to get a diagnostic fee from me. I called A&E Factory Service at [protected] and spoke to another customer agent. She basically told me the same thing. I kept refusing to pay another $75 diagnostic fee. Ricardo, the technician, said that I have two options, which were either (1) I pay $75 diagnostic fee, or (2) I do not pay and possibly get billed later. I still refused to pay. So he left the house. I am extremely dissatisfied about the service I received from A&E Factory Service. When the first technician came out on August 23, 2008, if he would have done the job right, he would have diagnosed all the problem. However, he partially diagnosed the problem and made me pay $345.28. Thing is, if he did diagnose all the problems from the beginning and let me know that adaptive defroster, evaporator, and compressor would have to be replaced, I would have declined the repair service from the beginning because that would cost too much! (Just to get an adaptive defroster replaced was $345.28. Since the quote to get evaporator and compressor replaced was around $1000, the total would have been around $1400). This is almost as if A&E Factory Service purposely diagnosed the problem partially so they would get some money out from me. As a consumer, this is totally not acceptable. Like I stated above, I would have declined the repair service completely if the technician would have done the job right and quote that it would cost around $1400 to get my refrigerator to work from the beginning (with $1400, I can just go out and buy another refrigerator). So as a consumer, only solution that will going to satisfy me is that I get a full refund of $345.28 (from August 23) and get assurance from A&E that I will not get billed a diagnostic fee of $75.
Resolution Wanted: 1. Get a full refund of $345.28. 2. Get an assurance that I do not get billed a diagnostic fee of $75. 3. Properly train technicians to do diagnostics properly so similar incidents will not happen to others. 4. Train technicians to not to be rude to customers (Ricardo was being rude to me. He would constantly cut me off and start talking when I try to explain the situation. 5. Properly train customer agents to set up appointments.
This is the exact complaint I submitted to California DCA
3 different appointment scheduled thru Maytag Dependability Plus. I was without a washer 6 weeks, 2 1/2 months and now going on 5 weeks because A&E claims that parts are on back order thru Maytag, but if you call Maytag directly, the parts are in stock. Their customer service stinks, they are nasty when you ask to speak to a supervisor and lie. I called to confirm that all my parts were delivered & was told yes. When the tech showed up to install them, he found out that I was missing 4 parts. A&E claims that these parts were coming direct from Maytag & no tracking number was available. The parts showed up late that afternoon after the tech left & were shipped from A&E. Unfortunatly I do not have the luxury of an alternative reair service because of my extended warranty.
My maytag washing machine had broke after only a year and a half. maytag told me to have a and e fix the machine. the 1st tech that came out cleaned the pump and charged me $137, he told me that it was fixed and left, he never even bothered to check. it was still broken. the 2nd tech that came out told me that it was beyond repair and i should just go buy a new washing machine. I called yale appliance where I had bought it and they came out for $149 and told me that every part was covered and will be order and they will fix it. I called A and E 10 times already and they do not care, they keep telling me that someone will call me back, no one ever does. I am sooooo frustrated
I hope this helps at least one person in their dealings with this truly horrendous *cough* service *cough* company!!! This experience started with my whirlpool duet sport washing machine leaving all clothes soaking wet after each use. So mush so that it took 3 hours in our dryer to finally get the results we wanted. 3 hours! I am going to name names below because they deserve to be named due to the absolutely attrocious lack of help & concern for the situation. Scroll down to bottom for tips on how to deal with a&e!!!
Okay, 07/20/08, an appointment for service was created via the whirlpool web site. The washing machine was purchased approximately 9 months ago and is still under the 1 year manufacturer’s warranty. A&e factory service is the service company selected by the web site to complete the task of fixing my washing machine. An eight hour appointment window of [protected] is given. The problem’s symptoms were soaking wet clothing after the machine has completed a cycle and a failure to go into the ‘high spin cycle’. I hate 8 hour appointments but I want the problem fixed so I agree tomiss an entire day or work.
07/21/08, first onsite service appointment: a&e factory service technician (Unknown name, but can described as a white male, 20s, glasses, and all he talked about was getting the engagement ring for his girlfriend of several months) arrives for the service call and I give him the computer printout of the purchase date to show that it is less than 1 year old and thus covered by the manufacturer’s warranty. He accepts the information and puts the data into his laptop. After looking at the machine, he concludes that the problem is a faulty pressure switch. He disconnected it, blew into the pipe that leads into it, and also checked various other portions of the machine during his test. He stated that after the new pressure switch was installed, the washing machine would work as it was supposed to. He stated that the part was going to be delivered to my house. I asked him if I could install it since it was such a simple part (1 wire set and 1 pipe leading into it) without voiding the manufacturer’s warranty and he said “yes”. He said that would be great as it would save him a trip back out to our house. He showed me how to install the old part twice and watched as I installed the old part twice as well.
07/25/2008, the part arrives via ups.
07/26/2008, I install the pressure switch and run a test load of laundry through the washing machine. I sit in my garage the whole time (Yes, it was looooong). When the cycle is completed, the clothes are still soaking wet due to the fact that the machine did not go into the spin cycle.
07/26/2008, I called a&e factory service and asked to speak to a manager. I was put on hold and a female reinstated the call saying her name was misty and that she was a manager. I explain that I have already lost one complete day of work due to the first appointment and the problem still existed. I ask that a technician be scheduled out side of the [protected] window because those are my work hours and I do not want to lose any more pay. She refuses that request and, frustrated, I ask for a smaller appointment window so I can at least work part of a day after or before the technician arrives. She states that the first available 4 hour window is on 07/29/08. It is from [protected]. I accept that appointment.
07/26/2008, I contact whirlpool phone representative dreyon after the conversation with misty and explain to him the issues I am having with a&e factory service. I state that I am calling to provide feedback regarding one of their service contractors and also to determine the steps that may need to be taken to send the malfunctioning washing machine back. After explaining the steps so far taken by me and a&e, he informs me that by installing the part myself, a&e can now say my manufacturer’s warranty is invalid because I am not a certified technician – even though I expressly asked the technician about this.
07/26/2008, I immediately call a&e factory service back and ask to speak with a manager. I am put on hold and a male reinstates the call saying his name is joe and he is a manager. I explain the events so far and ask him if my manufacturer’s warranty has been voided. He states that a&e has a 90 day guarantee on their work and the second visit is well within 90 days of the initial appointment. I state that was not my question and again ask if my manufacturer’s warranty has been voided. He fails to answer again. I ask him a third time and he fails to answer the question – again referring to the 90 a&e guarantee of workmanship. I confirm with him that my appointment window is on 07/29/08 from [protected] and ask that all technicians be informed not to let the customers install their own parts as it could void their manufacturer’s warranty per whirlpool. I also requested that a different technician be sent to my house for the second call as the first technician told me two incorrect statements – that the pressure switch replacement would fix the machine and that the manufacturer’s warranty would not be voided by me doing the installation. Joe stated he could not guarantee that the same technician won’t be assigned to the call.
07/28/2008, an automated voice message was left on my wife’s cell phone from a&e factory service. I return the call at approximately 2210 hours and I speak to phone representative sam. He tells me it was most likely an automated reminder call regarding my appointment on 07/29/08 within the window of [protected]. When I inform him he is mistaken on the timing and the appointment was set up a 4 hour morning window, he states that his screen clearly shows a window of [protected]. Frustrated, I ask him how we can change it back to the 4 hours window that manager misty said she set up so I do not miss an entire day of work. He stated that I should call back tomorrow at 0800 est and ask to speak to the routing department. They would then be able to modify the technician’s appointment schedule so mine is in the morning. I ask who changed the appointment time and why – he could not answer those questions. I stated that I was upset by the events and ask to be connected with misty or joe’s (Managers) office and sam states that he does not know them and a&e is a national company with many offices. I begin recording my phone conversations with a&e mid-way through this phone call after realizing that I am getting conflicting information regarding the appointment times.
07/29/2008, I contact a&e factory service at 0800 hours and speak with phone representative jonie. I ask her where she is located and she stated she is in texas. I explain the situation and ask to be transferred to the routing department. Jonie states that transferring me to routing will do no good as even the routing department cannot change the route of the technician on the day of the service call. I state that sam told me to call today and they could change the route. She insisted that they could not. I ask her who can change me back to the 4 hour appointment time and she said only the technician can modify his route now. I ask her to contact the technician and have him change my appointment time back to [protected] as that is what I originally had. She says she cannot contact him directly but will send him a message to contact me. I ensure that she has the correct contact information for me. I record this entire phone conversation (Again, because I am getting conflicting information from a&e employees).
07/29/2008, I contact a&e factory service at approximately 0951 hours and speak with phone representative silvia. I state that I am upset with the fact that almost 2 hours has gone by and I have not heard from the technician. I ask her to contact manager misty and silvia states that she will send a message to her instead of transferring me. She also states that she will send a message to routing for me. When I matter-of-factly ask what good sending a message to routing will do since we just discussed the fact that they cannot change the technician’s schedule, she immediately places me on hold without telling me she was going to do it. A short time later a female who identifies herself as terri reinstates the phone call. I ask her if she is a manager. She states that she is and I explain my extreme frustration with the lack of customer support and ask that my 4 hour appointment window be reinstated. She refuses to reinstate my 4 hour window. I ask her why it was changed and, after a while, she states that their computer system shows that misty had set me up for a 4 hour window under a collect call (Meaning that I was supposed to pay for the service instead of the work being covered by a manufacturer’s warranty). This call was later cancelled by someone named chris yarber in the customer relations department. The appointment was then recreated as one covered by a manufacturer’s warranty from [protected]. I state that i’ve never contacted nor been contacted by him and ask to speak with chris yarber. Terri states that she cannot transfer me to him. Exacerbated, I ask why it is so difficult for a customer to relate to someone in customer relations. I also ask her hypothetically how, if she was a costumer, she would contact customer relations. She stated that all people trying to reach customer relations would have to go through the main number I have been calling (And through which I reached her). I say I understand and then ask to be transferred to customer relations main number. She refuses. After several futile attempts at gaining information on how to contact chris or customer relations, she finally states that she will send him a message to contact me at either of the two phone numbers on my file (To this day, he has not contacted me) but refuses to actually connect me to customer relations. After placing me on hold, she reinstates the call and states that a new appointment window of approximately [protected] was determined with the help of andrew in routing for my service call. I ask terri for the contact information of a&e’s legal department so I can have my attorney contact them for a better/quicker resolution (I have a benefit through my employer that provides me with free legal services). She states “I don’t think we’re at that point yet” and refuses to give me the information. Additionally, she refused to clearly inform me if a&e considers my manufacturer’s warranty voided due to the actions of their first technician. Again, I record this phone call in its entirety due to the lack of assistance.
07/29/2008, I photograph and take video of the pressure switch part that I installed per the instructions of the first technician. I document it’s correct placement and attachments in anticipation of a&e factory service later saying that the part was incorrectly installed. I record a portion of news broadcasts in the video to show the date and time that video was taken.
07/29/2008, second onsite service appointment: a&e factory service technician jose arrives at my house at approximately 1350 hours. He checks the pressure switch and states that I installed it correctly and that the arrangement of the wire & tube interfaces makes the installation “dummy proof”. During the service call, he states that the company has scheduled seven appointments in the [protected] window and there was no way he would be able to do them all. With the help of phone-based technical support, he eventually identifies the issue as the main control board and replaces the part with one in his van. The washer functions properly after his repair work. I ask him for his tech id so I can inform a&e that he deserves some form of employee appreciation/recognition.
07/29/2008, at 1559 hours I call a&e factory service and speak to phone representative carly and explain how appreciative I was of jose for fixing my washing machine. I ask her to pass the request for employee recognition on to jose’s management. She states that she will do that. I record this phone conversation in its entirety.
Tips on how to deal with a&e!!!. First record your conversations on your cell phone if possible. Seriously. People didn't believe me when I told them how bad a&e lies and contradicts itself until I played the recordings. I have contacted the bbb and given them this timeline and stated that to back my complaint I will send the recordings to them. Second, call, recall, and triple call them on a daily basis to ensure that some stupid person in the customer relations department (Who customers can't relate to apparently) doesn't change your appointment!! Third - remember they have offices everywhere and you may get phone reps in 5 different states. They have no clue who the managers are in other states. Ask for their names and ask what state they are in. Your recordings will corroborate this later.
The people I spoke to had no fear of the bbb. Keep that in mind. They are working without a care for your time or well being.
Final tip: don't use a & e. Ask the manufacturer if there are other service companies they can send to your house. Please do not use a & e.
I also had a problem with this company. They attempted to charge me $183 for replacing a part that took 10...
I called A&E to repair my KitchenAid oven and microwave door springs. On the first service call, the tech said he'd have to order parts. Ten days passed, parts arrived, and late in the day of the scheduled install, the tech called to say he was sick. He rescheduled. On the reschedule day the dispatcher called us in the afternoon to say the tech was still sick (No backup?) and rescheduled.
On the fourth try a tech showed up, fixed the microwave door, and said he didn't know enough to fix the oven door. He rescheduled.
On the fifth try, a new tech looked at the oven door and said the first tech had ordered the wrong parts. He ordered more parts and rescheduled.Ten days passed.
On the sixth try, after waiting until 6PM for a 1-5 service call, I called the 800 number and the tech called me back to say it was too late in the day. I told him I wanted service the next business day, in the morning. He said he'd try.
It's 10 AM on that next day, and I've had nary a phone call. Six service calls and they missed three. Only one did any good. Meanwhile I've lost six otherwise-productive half days waiting for service.
I have a service contract with Whirlpool that expires in 2011. On July 15, after a long waiting period to get...
When my microwave quit heating, I called Whirlpool and was referred by them to their authorized service repair company, A&E. The tech came out and diagnosed the problem and said he'd have to replace 2 sub switches. He did not have them with him. (Despite this being a relatively common problem that could and should have been easily diagnosed over the phone.) He gave me an estimate of $38.26 for parts and $145.52 for labor. I paid him $65. for the service call and told him to hit the road. I then went online and ordered the parts myself and downloaded the necessary repair instructions from the Whirlpool sight. The parts cost less than $15, including tax and shipping charge. It took me ten minutes to change the switches (and I am by no means mechanically inclined!). Gee, a 150% mark up on parts and $300 an hour for labor. I don't think so.
My three year old maytag dishwasher stopped draining. Of course I was given an appt. For a week from then. That would be 6/18/08. I had to be home between 8am and 5pm. At 4:45 I received a call that I was to be rescheduled. Another day - 6/17/08 I spent waiting and the tech showed up. After he determined that the pump was the problem and checking his computer, he went to his truck because the computer said he had one. Guess what! No pump on the truck. The pump was ordered and I made the mistake of paying for everything (Parts & labor).
Another day - 6/26/08. On that date, the part had not arrived and I was rescheduled again.
Another day - 7/7/08. On the morning of 7/7/08 they called and wanted to reschedule again because they didn't think the part was in. I told them that the part was here and that I wanted to keep that day. The girl told me that the dispatch would call me to give me an approximate time for the tech to arrive. I waited until 4:30 but no call and finally called them to see what happened. I was told that I was not on the schedule but they could give me a date a week from then. I spoke to a supervisor (#1). She said she would arrange to get someone out the next day.
Another day - 7/8/08 the tech did arrive and replaced the pump. However, twenty minutes after he left I went to open the dishwasher. The door would not open completely and there was electrical sparking by the hinge. The tech apparently caught some wires when he reinstalled the unit under my counter. I called the tech who told me I would have to set up another appt. I called a&e and this time went straight to a supervisor (#2). The tech should have been returned asap. They tried to give me a date a week and a half away but after much discussion, I only had to wait another week.
Another day - 7/14/08 I waited again. I called around 4pm and was assured that the tech would not miss me again and that the problem would be taken care of that day!!! At 4:30pm I received a call wanting to reschedule again for 7/17/08. I spoke to another supervisor (#3). He assured me that dispatch would get back to me by 9am.
Another day - 7/15/08. It is now 10:40 and I have received no call. I called them again and was told that I would have to wait until 7/17/08 but no guarantees.
Another day - 7/15/08 and no guarantee to show!!
Heres the problem, I travel a lot and have rearranged my schedule several times to get this taken care of. So far, I have spent """48hours""" waiting for a&e, and now am told that I need to be p a t I e n t!!!
After two months of screw-ups by this company in attempts to fix our brand new whirlpool washer (So that i...
On June 12, 2008 I called HSA my home warranty to put in a claim for my "extra large whirlpool front loader" the machine was giving me a code for the pump not draining. They gave me A&E's phone number to come out and fix it. Of course they don't have anything open for a week so I am schedule for June 19th between 1 -5 pm. They tell me someone will call the night before to confirm the appointment; of course I did not receive the call. Thursday June 19, 2008 I get a call at 4:53pm from the service technician saying he has one stop to make then he will be out. At 5:35pm he shows up and replaces the pump and starts the washer, it adds water and the drum is turning good news "not". After he put everything in his little hand dandy computer and I pay him my deductible. He leaves and I start gathering laundry thinking I was finally getting to do it. Well I was upstairs and hear this beeping noise I did not want to hear. It is the machine giving me the same problem and code. I immediately call the guy on his cell phone "thanks to caller ID" and let him know it did it again (I caught him before he hit the highway to go home). He comes back a few minutes later and says well the only part it might (key word MIGHT) be is the switch so he replaces it and leaves, tells me to call him and let him know if it worked or not. Well I sort laundry and put Spray-N-Wash on what need it, low and behold it started beeping again!! I call him and he tells me there is only one other part it can be but will have to order it. He says he will call me tomorrow and let me. Friday comes around and no call. Monday June 23, I called A&E to find out what is going on, well the technician did not put in the order or that he came back and replaced the switch in his computer or that it needed another part. So I called HSA and talked to Kim, told her the story and why I was on the phone she is typing away at an email to the higher ups. Her boss then contacts A&E, well come the 25th comes around and a technician shows up to look at my stove (I had put in a complaint about it) when he was done with that I asked about my washer. I told him the story; he says that there are no notes that the guy replaced the switch or ordered any parts. So he takes a look at it, he says it is the computer program component. He said he would put in a order for it and left. (he is new to A&E but has worked at Sears) He came back out on the 26th shows up at my house with no notice! Say the service order only said that the machine was not working. So, why he is here I call Kim at HSA and talk with her, I tell her they can order the part but it will take 10days to get here. She couldn't believe that there is No communication between dispatchers and technicians. She in turns sends EVERYONE possible and email and puts in there for some to call me with the possible of doing a cash out. 30 mins later I get a call, this lady tells me that they can either order the part or give me 312.00 as a cash out. I was shocked, I told her that the machine costs over a 1000.00. She said we can only give you what the part would cost us because we can order it. I said fine order the part, I ask her can she request the part be expressed shipped up here, she said I will put it in the email to A&E. I asked her to tell them to call me when they ordered the part. Also asked about a loaner and being reimbursed for having to go to the laundry mat to wash my clothes of course the answer was no. I have a household of 5 - 3 teenagers. I didn't receive a call, so on Monday today June 30th, I called A&E to find out the status, he tells me it was ordered on Friday the 27th, but not express because it was not an emergency item. Go figure. I called and left a message for Kim to call me. My husband this last weekend looked up the part we needed and also called Sears and they have 2 in stock for 218.00.
I will try and post an update when the part comes in or I should say if it does.
From Eagle River Alaska.
I did not comment, rather file a new complaint. A&E is a service provider, they can not stack inventory...
My Maytag Plus side-by-side refrigerator died 6 months ago - pathetic as it is only 5 years old - and I called A & E Factory Service who was recommended by Maytag to come and fix the fridge. The cost to fix it was over $300 and the tech told me I could purchase an extended warranty with it. Lesson learned, never do this, but I foolishly loved the fridge and bought the warranty. 3 month later the fridge died again. Called A&E and it took them 3 days to get a tech out and another 2 weeks to finish the repair. Another 3 months later the same parts died again on the fridge; bare in mind this will be the 3rd time these idiots have replaced the same parts. Tech came out and once again said parts wouldn't be available for 10 days. Considering I can ship anything to anywhere in the world in 24-48 hours I find this utter lack of customer service horrid. The night before the tech was suppose to come back I get a call saying they have to cancel the appointment because one of the parts is on back order. Again, a simple and common part for ALL refrigerators can not be found anywhere on the face of the planet - yea right. 8 days later the part finally comes and I have to call to get the tech rescheduled. Supposedly he is to show up between 8-12 am. Again I get 2 calls the night before, one confirming the appointment and the other; 10 minutes later; saying it needed to be changed to 1-5 pm. I decline the appointment change due to the fact I had a doctors appointment that afternoon. The "customer service" agent said she would leave the appointment and figure something else out. The day the tech was suppose to arrive I take a vacation day from work and wait. 12:00 o'clock comes and goes and I call the service center only to find that they changed the appointment on me and never told me. I talk to Nancy, a supervisor who sees the notes about the doctor appointment and says the appointment never should have been changed - DUH! She then tells me the tech is finishing a call and that I would be next. I say I can live with that as long as he arrives before 2:30 pm. At 3 pm I haven't seen the tech so I call back to learn that he was re-routed to a different call. Apparently waiting 4 weeks to get a fridge repaired doesn't put one as a high priority in their book. After discussing the utter lack of customer service with another supervisor I'm told the tech can't come back out until Tuesday. At this point I got the name of the CEO Dale Reader and the address. As soon as I find his phone number he will be getting a call.
I can only recommend in the strongest possible way to NEVER, EVER, EVER use A & E Factory Service for ANYTHING, EVER! They are without a doubt the absolute WORST company I have ever dealt with! How do they expect people to live with out a fridge for 10 days, let alone a month? In addition to NEVER dealing with A & E I would also strongly advise to NEVER purchase any Maytag product EVER! They do not last and the service repair companies are beyond horrid.
A&E was scheduled to repair my Whirlpool refrigerator on Saturday, May 3rd between 8-4pm. I called at 3p to...
I have a problem with my Maytag Washer. I contacted A&E to diagnose the problem on September 10. 2007. The technician gave me an estimate for the repairs of $528.08; he also told me that it would be cheaper to buy a new one. I told him that the washer was only two and 1/2 years old and that these products should last longer. He did tell me that I could call Maytag and maybe they could help. I called Maytag and their representative authorized the complete repair of the washer at their expense. I scheduled the repair with A&E Factory Service for my Maytag washer for September 17, 2007. The technician arrived only to tell me that he had to order the repair parts and schedule another appointment for the following Monday - September 24, 2007. The appointments are always scheduled between 8 AM and 5 PM. I called A&E Factory service for a more definite time frame for my appointment - their representative could only tell me that we had to be there during the time frame scheduled. The technician finally arrived around 4:45 PM but, could not fix the washer because the tub was damaged and he had to order the tub; a tub was ordered and another appointment was scheduled for the following Monday, October 10, 2007. Again the appointment time frame was the same. The technician arrived around 5:20 PM to repair my washer. The tub was replaced and he left. Later that evening, my wife proceeded to wash some clothes only to discover that the floors in the kitchen, bathroom, laundry room and hallway were flooded. The washer was leaking. There was water everywhere. This was around 10 PM - I turned off the machine and shut off the water. We took pictures of the flooded areas and started to mop and vacuum up the water. I called A&E that evening to explain the problem only to be informed that there was nothing they could do but schedule another appointment for the following Monday. I ask their representative if there was an emergency service contact person whom I could call for assistance. The response I got was the same - schedule another appointment. Completely frustrated, we continued to clean up the mess and finally, around 1:30 AM the clean up was complete. The appointment was scheduled for October 8, 2007 - with the same time frame. My wife and I waited around all day on October 8, 2007. The technician finally arrived around 7:30 PM. This time he informed me that the pump had a hole in it and it had to be replaced. He had to order the part and schedule yet another appointment for the following Monday - October 10, 2007. I informed him that this was the fifth appointment made to repair the machine and questioned as to why my repair work was always scheduled for the end of the day. He explained that he had two more service calls to complete after mine. On Monday October 15, 2007, around 9 AM, I received a call from A&E to find out if I had received the part order. I informed the representative that the part arrived on October 11, 2007. My appointment was confirmed at that time. Around 10:30 my wife called to inform me that A&E's schedule was booked for today and that they could not complete our repair work until the following Monday, October 22, 2007. I called A&E Factory Service to find out why I was told around 9 AM that the technician would complete the work today. I was told that the schedules were full. I asked to speak with a supervisor. My wife and I are obviously frustrated with this company and I believe that the supervisor's response of: "Let me see what I can do and I will be calling you back in 90 minutes, " was only to get the monkey off his back - he never intended to call us back. By the way, he never did get back with us at all. I did call Maytag regarding this matter and my complaint was recorded. I think that service orders should be completed before moving on to another job. This company should not be allowed to conduct business in this matter. Customer’s needs are not being met!
The company's scheduling needs to be more flexible. Technician's work schedule should be more realistic - don't schedule more than the technician can handle in one day. More is not better in this case, in fact more leads to less quantity work and more problems for the company. The practice of scheduling one zip code per day per week is not satisfactory. I connected with the following web site and found numerous complaints with A&E Factory Service: www.complaintsboard.com/complaints/aampe-factory-service. This company should not be allowed to continue profiting in this manner without regard to customer satisfaction. A&E Factory Service should refund Maytag for the entire labor and service cost associated with this service order. The following information is provided regarding this complaint: Brand Name - Maytag; Model Number - SAV515DEWW; Serial Number - 12163959EL.
My wife and I should be compensated for our time waiting for a technician @ $25.00/hr each times 9 hours a day for three (3) days each plus the cost associated with the cleanup and repair of our home. You see if the work would have been properly diagnosed the first time this would be an issue.
Refuse the $59 service fee outright! Then call pam at [protected] to tell her why. Keep your notes!! Their...
I told A & E factory Service person on the phone that my exhaust fan switch for my stove is broken and my ignitor is not working also Service guy came out took less than 5 minutes and said yap. the fan switch is broken and you need a new ignitor. It will costs $270 to replace both plus the $64 service call. I ask if he have the parts with him. He said no. this is just a service call and he will have to order the parts after I signed the service contract with 50% deposite. I will have to call to reschedule once the part arrived to my house. I have already waited over a week for this stupid service call which he only take less than 5 minute and did not bring the parts with him. Now it would take another 2 weeks at least.
I ask him why so much ($270), How much are the parts cost and how long does it takes to get the 2 things replace. Service person said the part will cost around $20 for the switch and $70 for the ignitor. total parts are $90 which leave $180 for labor. He said only going to take him less than one house to do the job. 1 hr = $180. He said we don't charge per the hour of service. We charge customer per the job code and we get it done fast so we can make more money. He said I do not have time to chat with you. do you want to do the job or not? I said no! and paid him his $64 ripoff service for 5 minute of confirmed what I have already told the person on the phone when I make the service call.
I got mad and started to search for part so I can do it myself. I found the exhaust fan switch for $6 (not $20) and the ignitor for $37 (not $70) and installed both parts myself.
This company is our to rip people's hard earn money off. I am writing about this so someone else will be smart enough to say no to this company, because they want you to say yes and give them the 50% deposit. They know you need to get this appliance fix so that you can live your daily life.
On Saturday, March 8, 2008 I made a call to A & E Services to repair my Maytag Dryer. I was told I...